Technical Support Engineer

Technical Support Engineer: Responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This responsibility includes responding to, troubleshooting, resolving or escalating and documenting customer incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

What You’ll Do

• Manage customer communication and expectations.
• Provide phone, email and chat Support to assigned accounts.
• Provide troubleshooting and debugging of customer problems.
• Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Be a part of the on-call rotation for the assigned product team.

What You’ll Bring

• Bachelor’s degree preferred in a related technical field.
• 5 years in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server.
• Strong dedication to customer care.
• Strong team interaction skills.
• Excellent verbal and written communication skills, in person, by telephone, and with large teams.
• Ability to understand and analyze customer technical needs.
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Knowledge In

• Active Directory and GPO
• Networking Tools and Utilities
• AV/Firewall Rules and Policies
• Secure machine to machine communications
• Windows Account Administration
• Security software
• DNS

Put your wellbeing first with our amazing benefits package:

• 25 days annual leave, increasing to 30 after 1 year service.
• Parental leave program.
• Vision and dental benefits.
• Life Insurance (24 x base monthly salary).